Senior Principal Customer Success Manager – Enterprise SaaS & Fraud Prevention, Global Strategic Account Leader & Growth Champion for E‑Commerce at brighthush – Driving Revenue Growth, Customer Retention, and Digital Trust

Welcome to brighthush – The Vanguard of Secure E‑Commerce

In a world where every click can be a gateway to opportunity or risk, brighthush stands as the guardian of trust and profitability for merchants worldwide. With a presence in over 100 countries, our mission is simple yet profound: make every digital purchase safe, seamless, and customer‑centric. We blend cutting‑edge machine learning, real‑time risk analytics, and deep industry insight to help businesses approve legitimate orders, slash chargebacks, and delight shoppers at scale.

Founded by a tight‑knit group of data scientists, fraud analysts, and e‑commerce veterans, brighthush is more than a technology provider – we are a partner that frees merchants to focus on what truly matters: delivering exceptional customer experiences. If you thrive on data, innovation, and building lasting partnerships, brighthush offers a platform where your expertise can shape the future of e‑commerce.

Why Your Next Career Move Should Be at brighthush

• Impact at Scale: Influence millions of transactions daily by partnering with leading merchants and industry pioneers.
• Cross‑Functional Collaboration: Work hand‑in‑hand with Sales, Implementation, Risk, Product, and Marketing teams to deliver end‑to‑end value.
• Full Ownership: Own the entire customer journey—from onboarding to expansion—driving net revenue retention and strategic growth.
• Culture of Innovation: Thrive in an environment that values empathy, creativity, continuous learning, and bold ideas.
• Career Advancement: Clear path to senior leadership roles, backed by mentorship, executive coaching, and a dedicated learning budget.
• Competitive Rewards: Comprehensive compensation package that includes base salary, performance bonuses, equity, and a robust benefits suite.
• Global Reach, Local Touch: Work with a diverse, international team while enjoying the flexibility of a hybrid work model.
• Community & Impact: Contribute to a mission that protects merchants and shoppers alike, fostering trust in the digital economy.

Key Responsibilities – Your Day‑to‑Day Impact

As a Senior Principal Customer Success Manager, you will be the strategic partner for brighthush’s most complex and high‑impact accounts. Your day‑to‑day activities will encompass:

• Customer Relationship Ownership: Lead the entire lifecycle of key accounts—onboarding, adoption, optimization, and expansion—ensuring seamless transitions and sustained value.
• Strategic Stakeholder Engagement: Build deep, trust‑based relationships with senior executives (C‑suite, VP, Director) and operational leaders across the customer organization.
• Discovery & Change Management: Facilitate discovery workshops, change‑management sessions, and strategic alignment meetings with both brighthush teams and client stakeholders.
• Growth Planning: Leverage industry expertise and platform knowledge to co‑create long‑term growth plans, identifying upsell, cross‑sell, and new product opportunities.
• Issue Resolution & Advocacy: Act as the customer’s voice within brighthush, coordinating cross‑functional resources to resolve issues swiftly and maintain high satisfaction.
• Thought Leadership: Develop and deliver compelling business reviews, executive briefings, and value‑driven presentations that reinforce brighthush’s strategic partnership.
• Product Evangelism: Partner with Product Management to pilot emerging use cases (e.g., Returns Abuse Prevention, Account Integrity) and gather feedback for roadmap prioritization.
• Marketing Collaboration: Work closely with Marketing to nurture key stakeholders into brand advocates and co‑author case studies, webinars, and whitepapers.
• Onsite & Event Leadership: Represent brighthush at executive on‑sites, partner events, and industry conferences to strengthen relationships and showcase success stories.
• Travel: Willingness to travel up to 30% of the time to meet clients, attend events, and support regional initiatives.

Essential Qualifications – What We’re Looking For

• Experience: Minimum 5 years in senior roles managing enterprise SaaS deployments, program management, or customer success for large, complex accounts. Background in payments, fraud, or e‑commerce is highly desirable.
• Leadership & Executive Presence: Proven ability to communicate with confidence at all organizational levels, from frontline teams to C‑suite executives.
• Relationship Building: Track record of establishing and maintaining strategic relationships with senior stakeholders, driving consensus, and influencing outcomes.
• Sales Acumen: While retention and satisfaction are core, you should possess a sales mindset, understanding long‑term sales cycles and how to identify and close expansion opportunities.
• Program Management: Expertise in planning, resource orchestration, cross‑group collaboration, and analytical rigor to manage a portfolio of engagements.
• Communication & Collaboration: Exceptional verbal and written communication skills, with the ability to present to diverse audiences and resolve conflicts constructively.

Preferred Qualifications – Bonus Points

• Experience in a high‑growth SaaS company with a global customer base.
• Knowledge of fraud‑prevention technologies, risk analytics, and payment ecosystems.
• Certified Project Management Professional (PMP) or similar credentials.
• Fluency in multiple languages is a plus.

Skills & Competencies – The DNA of Success

• Strategic Thinking & Visionary Planning
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making
• Influence & Negotiation
• Change Management & Adaptability
• Cross‑Functional Leadership
• Technical Aptitude & Curiosity
• Resilience & Problem‑Solving

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, we believe in nurturing talent and unlocking potential. As a Senior Principal Customer Success Manager, you will:

• Progress to Director or VP of Customer Success roles within 2–3 years.
• Lead cross‑regional initiatives, shaping the global customer success strategy.
• Participate in leadership development programs, mentorship, and executive coaching.
• Access a dedicated learning budget covering courses, certifications, and conferences.
• Collaborate with product and engineering teams to influence roadmap and innovation.
• Earn recognition through our internal awards program for outstanding customer impact.

Work Environment & Culture – Where Innovation Meets Collaboration

brighthush thrives on a culture of innovation, collaboration, and transparency. Our teams work in a hybrid model, combining the flexibility of remote work with the camaraderie of in‑office collaboration. We celebrate diversity, encourage open dialogue, and reward bold ideas that drive customer success. Our leadership is approachable, our peers are supportive, and our mission is clear: to make every online purchase safe, seamless, and customer‑centric.

We also prioritize mental and physical well‑being. Employees have access to on‑Demand therapy, wellness programs, and flexible scheduling to maintain a healthy work‑life balance. Team retreats, hackathons, and community service days foster connection and purpose beyond the office.

Compensation & Benefits – A Comprehensive Rewards Package

While specific packages vary by location and experience, we offer a competitive total rewards package that includes:

• Base salary ranging from $160,000 to $180,000 annually, depending on market and role level.
• Performance‑based bonus or commission structure, with on‑target earnings of $53,333–$60,000.
• Equity grant of 4,500 stock options, subject to vesting schedules.
• Unlimited discretionary time off policy.
• 401(k) match and comprehensive health, dental, vision, and life insurance.
• Paid parental leave (12 weeks) and flexible spending accounts.
• On‑Demand therapy for employees and dependents.
• Company social events, team retreats, and branded swag.
• Dedicated learning budget and professional development resources.

Inclusive Hiring Commitment – We Value Every Voice

brighthush is committed to creating an inclusive interview experience for all candidates, including those with disabilities. We provide reasonable accommodations throughout the hiring process to ensure a fair and supportive experience.

Ready to Make an Impact?

If you are a seasoned customer success leader with a passion for fraud prevention, e‑commerce, and strategic account management, we want to hear from you. Join brighthush and help merchants worldwide thrive in a secure, frictionless environment.

Apply Today and become part of a team that is redefining the future of commerce.